When we arrived, the room we were given was in a disgustingly poor condition — dirty and completely unacceptable. I brought this issue to the front desk, and Joy assured me that, to make up for the inconvenience, our family would be complimented with the attached deluxe room as an upgrade. I appreciated the gesture and expected the matter to be resolved.
However, shortly after, another staff member came to our room and abruptly told us we needed to vacate immediately because the room was “coded.” She offered no explanation for what that meant, only that we had to leave right away. During this interaction, I was also accused of lying — not about the state of the room, but about being told we were being offered the deluxe room. Being called dishonest in front of my children, when I was simply relaying what I had been told by your own staff, was offensive and humiliating.
At around 7:00 p.m., I had to pack up and relocate all of my children — including my child who is medically fragile and dependent on a feeding tube — to another room. The timing of this disruption caused us to miss the Waterpark and the evening activities we had looked forward to. The physical and emotional strain it caused was completely unnecessary.
To make matters worse, I was later charged twice for parking and faced additional unexplained fees, despite already paying nearly $800 through Expedia. The customer service we experienced throughout the stay was dismissive and unprofessional.
